ComplaintsforNoah's Ark Family Park Inc

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 6/26/22 I purchase 5 packs of 4 tickets from Noahs Ark water park for $170.00 When I arrived at Noahs Ark water park on 7/1/22 they scanned my tickets and told me that my tickets were not 4pks that they were individual tickets. I asked to speak with a manager. Two showed up and spoke to me and my parents so rude and disrespectful that we decided we werent going to go into their establishment at all. So I requested a refund and I was told by the Managers that they cant assist me that I need to contact their admissions office. When I contacted the admissions office on July 5 I was told the manager was in a meeting and they would call me back, they never did. Called back again on the 7th of July and they said out of the 10 managers at the park there wasnt one available at that time and they would call me back. On Saturday 7/9/22 at 7:30pm I received a call from one of the managers I spoke with on July 1st that said she couldnt help. I informed her that I didnt want to speak with her and that I wanted to talk to her supervisor. When I finally got on the phone with a supervisor she said that she had to reach out to corporate. She called me today 7/11 to tell me that they will NOT issue me a refund. So now I am out of $170 and park tickets and never even stepped foot into Noahs Ark. I would like my money back. They cant do this to people. Not to mention 10 minutes after arriving at Noahs ark it started to rain so we wouldnt have been able to enjoy the water park anyways

  Business response

  07/13/2022

  Guest was aggressive towards multiple staff members on the day of her visit as they explained that each ticket was valid for one guest, not 4 guests per ticket.  The language on the website clearly stated the ticket price of $29.99 per ticket, when you buy four or more.  Staff members told the guests they would need to purchase 15 more tickets for their group of 20 as we could not allow 20 people in on 5 tickets.  The guests then chose to leave. 

  When purchasing tickets on our website, you are required to read and check a box that states you understand we have a no refund policy.  You are unable to complete your purchase without checking this box (see attached photo for verbiage that was agreed to by the guest when they purchased their tickets online).  The ticket itself also says "save $25 per person when you buy 4 or more general admission tickets".  We have attached a ticket voucher as well that states the language, as well as the no refund policy.

  The guest called during operating hours when our management team is out in the park supporting the park operation.  They were asked to give their information for a manager to call them back.  The guest spoke to our Marketing ******************** Director, Admissions and Retail Manager, and Revenue Director through the multiple calls.  The no refund policy was explained by each staff member.  Our Revenue Director is the last person who spoke with the guest.  She offered them 5 comp tickets for the tickets they purchased and were scanned in on the day of their visit, and they would be welcome to use them any day during the remainder of the season.  The guest refused this offer from our Revenue Director.

   

  Customer response

  07/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear Aggressive? Was I aggressive because we were a black Family that didnt agree with the verbiage that your company choose to use. Aggressive is not a word that I will allow your company to use towards me. Because we were unhappy customers and BLACK you automatically label us as aggressive? Im sensing a little micro aggressions because we are sitting down and taking a NO from a company that wronged us. We spoke with all of your employees with respect and was us who were treated poorly. Your employees spoke to us as if we were incompetent and didnt understand the words coming out of their mouth. Your Assistant park manager asked me Did you really think you were getting 4 tickets for $29 then scoffed at us. I informed **** and ******* that there are other parks in the area that offer promotions like that ever year. When the tickets were issued the came through as a 2022 Four pack general admission tickets. So yes that is indeed what I thought. 
  Second issue is that you say we have 20 people that came is complete and Utterly ridiculous. There were 9 of us and 2 of them being children. Then we didnt ask for you to accommodate and allow the other 4 people in. Being that 3 were not going to be swimming and had plans to leave. We didnt enter the establishment because of the treatment that we received. I spoke with Faith (manager) and asked for a refund and she satiated that I would need to contact the admissions office for them to process a refund.
  Third I did call during operating hours because when else would I call? The statement made that I spoke with 5 employees is also untrue. I spoke with 2 managers Faith and *******. So Im not sure where all of these others managers are coming in at. When I spoke with the Revenue Director on Monday she did state that she would issue me 5 tickets. At no time are these comp tickets per above because I did indeed pay for them. At this point NOAHS ARK has my $170 and my per them 5 tickets I have nothing to show from a trip we took over 10 days ago. Never did I reject the tickets the Revenue Manger offered I would like 5 tickets issued to us and sent via Mail. ASAP

  
  
  *************************

  Business response

  07/15/2022

  We are still more than willing to send the guest the 5 return tickets for them to return to the park at a later date in our 2022 season.  If the mailing address is provided, we would be happy to send them out first thing Monday morning.

  Thank you!

  Customer response

  07/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like my tickets mailed to me. ASAP
  
  Regards,
  
  *************************

  Business response

  07/26/2022

  Hello,
  
  We are requesting a mailing address in order to send the requested tickets.
  
  Thank you!
  
  

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